Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution. Determine whether the solution meets the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
An electrical engineering company is implementing Dynamics 365 Customer Service.
Engineers schedule work in one-hour blocks.
Engineers who complete a job before the end of the one-hour block must not be able to start a new job in that some block.
Engineers who require part of an additional one-hour block to complete a job must not be able to start a new job in that additional block.
You need to configure the fulfillment preference to meet the requirements.
Proposed solution: Create a timegroup with the preference setting of one hour.
Does the solution meet the goal?
Time groups enable schedulers to search and view results as blocks of time when using the schedule assistant. Typical examples include mornings, afternoon, nights, and 2-hour windows. Unlike intervals, time groups do not dictate the start time of subsequent bookings. Time groups organize results, but leave the start time/arrival time as-is, based on the particular resource's schedule.
Instead: Proposed solution: Create a fulfillment record and set the interval to one hour.
Note: Fulfillment preferences are customizable entities that let you choose how schedule assistant results are displayed, like with neat hourly appointments or morning and afternoon time windows.
By default, the schedule assistant displays results based entirely on resource schedules and the earliest available time, such as 10:39 AM. With fulfillment preferences set to hourly, the same resource's availability shows as 11:00 AM. This makes it simpler for the scheduler to view and understand availability and communicate it to the customer.
Intervals
Intervals display schedule assistant results in neat time slots that dictate start time of subsequent bookings. When configured as 30-minute intervals, the schedule assistant will display a resource available at 9:27 AM as available at 9:30 AM and will book the start time (arrival time) for 9:30 AM. This includes travel time for onsite requirements and work orders, meaning travel time will begin before 9:30 AM, and a field resource will arrive and start work at 9:30 AM.
https://docs.microsoft.com/en-us/dynamics365/field-service/set-up-time-groups
You implement Dynamics 365 Customer Service for a call center.
The call center supervisor has the following requirements for the Customer Service workspace functionality:
* Automate agents' repetitive tasks.
* Enable agents to share knowledge articles with customers.
You need to ensure that the implementation meets the requirements.
Solution: Create a macro with an Omnichannel connector.
Does the solution meet the goal?
Note: This question is part of a series of questions that present the same scenario. Each question in the series contains a unique solution that might meet the stated goals. Some question sets might have more than one correct solution, while others might not have a correct solution.
After you answer a question in this section, you will NOT be able to return to it. As a result, these questions will not appear in the review screen.
You are implementing Dynamics 365 Customer Service for a call center. There are separate queues for level1 and level2.
You need to set up the queues to meet the following requirements:
Users must have their own queues that no one else can access.
Users must not be able to view each other's queue.
Users must be able to work from the support queue.
Solution:
Set up each user queue to be private.
Set up level1 and level2 queues to be public and add applicable members.
Set up the support queue to be public.
Does the solution meet the goal?
A company has the following business units:
Call center
Customer service
Digital response
Escalation
The security roles have not been modified. The customer service business unit is the parent of all other business units. Each business unit has its own queues. Customer service cases are routed to the appropriate individuals by using the queues.
You need to ensure that a specific user within the customer service business unit can read all queues within the parent and child business units.
Which security role should you assign to the user?
You are a Dynamics 365 system administrator.
The customer service desk needs to be able to apply service level agreements (SLAs) on demand to customers that do not have SLAs.
You need to determine how SLAs on demand can be assigned.
What are two possible ways to achieve this goal? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
Apply SLAs on demand.
With the enhancements made to SLAs, you can now apply SLAs to records manually. You can also automatically apply SLAs to records based on your business logic by using workflows or custom plug-ins.
https://docs.microsoft.com/en-us/dynamics365/customer-service/define-service-level-agreements
